Natera · 14 hours ago
Call Center Quality Supervisor, Patient Services
United States
Full-time
Remote
Senior Level
5+ years expNatera is a global leader in cell-free DNA testing dedicated to oncology, women’s health, and organ health. The Call Center Quality Supervisor is responsible for managing a team to execute billing strategies, coaching and developing staff, and ensuring quality in patient services through effective monitoring and feedback mechanisms.
BiotechnologyGeneticsHealth DiagnosticsMedicalWomen's
Responsibilities
Effectively develops, monitors, coaches, and manages staff, ensuring the development of employees through orientation, training, establishing objectives, communication of rules, and constructive discipline
Promotes a positive working environment through role modeling, team development, respect, fairness, and consistency
Assists with feedback for hiring, discipline, and performance evaluations
Responsible for monitoring , QA, and providing feedback for the following activities:
Inbound and outbound calls
Emails and faxes
Live support chats
Oversees the process of ensuring coverage for employee vacation and sick calls
Provides backup for scheduling as needed
Provides department orientation for all direct reports and coordinates training per job description
Assures that ongoing training is provided for established employees
Liaison with internal departments to promote ongoing communication and ensure accuracy
Acts as the first level of response to patient concerns and complaints. Assists staff with enforcing policy
Assist management with regular meetings for all staff and ensure meeting minutes are completed within 24 hours
Monitors and validates employee adherence to Policies and Procedures, auditing as necessary
Monitors and evaluates employee productivity and performance to goal
Assist with completion of all required projects and reports in a timely fashion on a daily, weekly or monthly basis per the direction of management
Participate in CAPA reviews to determine opportunities for individual and team training to maintain adherence to processes and policy
Generate the necessary documentation, such as SOPs, workflow maps, and protocols
As part of the Patient Services leadership team, provides input on all aspects of departmental administration, including office staff activities and performance
As part of the Quality and Training department, supports Training and Document Control by providing data, feedback, subject matter expertise, and aids in facilitating training sessions as needed
This role works with PHI regularly, both in paper and electronic form, and has access to various technologies to access PHI (paper and electronic) to perform the job
Employees must complete HIPAA/PHI privacy training, General Policies and Procedure Compliance training, and security training as soon as possible but not later than the first 30 days of hire
Must maintain a current status on Natera training requirements
Qualification
Required
Bachelor's degree or equivalent in Healthcare, Marketing, or Business related field
5(+) years of quality call center experience
Experience with insurance claims submission and management software (experience with Xifin, AMD, and LIMS, platform a plus)
Demonstrated ability to use analytics to develop, analyze payments, and diagnose issues
Strong communication skills, both verbal and written
Strong computer skills
Training in business administration, accountancy, sales, marketing, computer sciences, project management, or similar vocations
At least two (2) years of directly related and progressively responsible experience
Ability to perform simple analysis and discuss with upper management
Skilled in Microsoft Office, Google suites
Ability to communicate effectively both orally and in writing
Strong interpersonal skills
Strong organizational skills and attention to detail
Ability to proficiently use computers and standard office equipment
Working knowledge of Microsoft Office
Knowledge of payer eligibility and benefits
Ability to resolve associate issues effectively and efficiently
Benefits
Comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents
Free testing in addition to fertility care benefits
Pregnancy and baby bonding leave
401k benefits
Commuter benefits
Generous employee referral program
Company
Natera
Natera specializes in cell-free DNA testing to provide a more targeted interventions to oncology, women's health, and organ health.
5001-10000 employees
H1B Sponsorship
Natera has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (90)
2024 (72)
2023 (37)
2022 (71)
2021 (64)
2020 (40)
Funding
Current Stage
Public CompanyTotal Funding
$1.16BKey Investors
Sofinnova InvestmentsLightspeed Venture PartnersSequoia Capital
2023-09-07Post Ipo Equity· $250M
2022-11-15Post Ipo Equity· $400.05M
2022-03-16Post Ipo Equity· $5M
Leadership Team
Steve Chapman
CEO
Jonathan Sheena
Co-Founder, Board Member
Recent News
2026-02-04
Business Wire
2026-02-02
Company data provided by crunchbase